---
schema_version: "1"
id: 62f9869c99048ebbf39c05f7f87d8d7be87a1e30596b680cebee7ab00bf6476c
title: Guidelines for Creating Operating Hours for Field Service
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_oh_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b319c652762413dc482923a860773647ad35609dec9b46deb2f6e37ec5efb585
description: Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.
products:
  - Field Service
release: "264"
---
# Guidelines for Creating Operating Hours for Field Service

Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175516e74">When operating hours are associated with...</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175516e77">They represent...</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175516e80">How to configure</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Accounts</td>

            <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">The customer's availability for service appointments. For example, availability can be
              an account's normal business hours if service appointments must occur during business
              hours.</td>

            <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 ">
              <p>Update the Operating Hours field on an account with an operating hours record that has
                time slots aligned with when the customer is available for service at their location.</p>
              <p style="margin-bottom:0;">The Operating Hours record is automatically transferred to the Visiting Hours field on
                the Work Order when a Work Order is created. This information is considered when scheduling
                an appointment associated with that Work Order if there is a Service Appointment Visiting
                Hours work rule configured in the scheduling policy.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Service territories</td>

            <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">The default working hours for the service territory members, unless different hours
              are specified on a service territory member record.</td>

            <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 ">Select operating hours when creating a service territory in Guided Setup. Or, update
              the Operating Hours field on the service territory record.</td>

          </tr>
          <tr class="">
            <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Service territory members</td>

            <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">
              <p>The hours when the member (a service resource) is available to work if these hours differ
                from the service territory operating hours.</p>
              <p style="margin-bottom:0;">If the member's availability is the same as the service territory, it’s a best practice
                not to define separate operating hours for the service territory member. In this case, the
                service territory's operating hours govern the resource's availability.</p>
            </td>

            <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 ">Update the Operating Hours field on a service territory member record.</td>

          </tr>
          <tr class="">
            <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Appointment booking</td>

            <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">The appointment booking arrival windows offered to customers during
              scheduling.</td>

            <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 ">
              <p>Select your default operating hours for appointment booking in the <strong><span>Customize Appointment Booking</span></strong> step in Guided Setup. Or, from the App Launcher, find and open the <strong class="uicontrol">Field
                  Service Admin</strong> app, and then click <span class="menucascade"><strong class="uicontrol">Field Service Settings</strong> | <strong class="uicontrol">Global Actions</strong> | <strong class="uicontrol">Appointment Booking</strong></span>. Then, update the Default Operating Hours field. </p>
              <p style="margin-bottom:0;">The Timezone field on the
                operating hours record, used for appointment booking slots, isn’t considered during
                scheduling. Instead, the appointment time slots are assumed to be in the service
                territory’s time zone. You're not required to create multiple appointment booking operating
                hours windows for each time zone where service is offered.</p>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note If different appointment booking windows are needed for different level of service, add entitlements to your work orders. For example, standard customers get 4-hour booking windows while VIP customers get 2-hour windows. In the Operating Hours field on the entitlement, select the appropriate appointment booking window operating hours.

#### See Also

- [Create Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_create.htm&release=264.0.0&type=5 "Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved satisfaction.")
- [Operating Hours Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_fields.htm&release=264.0.0&type=5 "Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.")
- [Time Zones and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_time_zones.htm&release=264.0.0&type=5 "In large field service operations, the service appointment’s call center rep, assigned resource, and customer could all be in different time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone.")
- [Work Rule Type: Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&release=264.0.0&type=5 "Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours.")
- [Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5 "If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.")